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An overview on service operations management
ICSSSM12, 2012Service sector has known an important growth during the past several decades and represents actually the largest and fastest-growing portion of the developed countries' economies. In this paper, we focus on the concept of service by defining what services are, emphasizing the characteristics of services and displaying the different classifications ...
Emna, Benzarti +2 more
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Data-driven Service Operations Management
2014This dissertation concerns data driven service operations management and includes three projects. An important aim of this work is to integrate the use of rigorous and robust statistical methods into the development and analysis of service operations management problems.
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2008 IEEE International Engineering Management Conference, 2008
Current project management practices provide incomplete answers to todaypsilas challenges in operations services management. Project management has its roots in research and development projects, ramping-up and optimization of production processes, and the delivery of turnkey infrastructure projects.
Thomas Frisanco, Norbert Anglberger
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Current project management practices provide incomplete answers to todaypsilas challenges in operations services management. Project management has its roots in research and development projects, ramping-up and optimization of production processes, and the delivery of turnkey infrastructure projects.
Thomas Frisanco, Norbert Anglberger
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Shift planning and scheduling for IT service operations management
2015 Annual IEEE Systems Conference (SysCon) Proceedings, 2015This paper reports initial work done on the development of a framework for shift planning and scheduling in IT service operations management (ITSM). The framework includes effort and workforce (Full Time Equivalents) estimation, scheduling & shift planning and shift allocation.
Veerendra K. Rai, Praveen Chandak
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Introduction to Public Service Management and Service Operations
2020This chapter introduces the concept of service operations and the need for continuous improvement. We offer three interacting approaches by which public sector design and delivery may be assessed. We introduce the concepts of co-production and co-design, which have been popularised in healthcare in terms of both practice and research.
Sharon J. Williams, Lynne Caley
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Operational Management of Customer Service [PDF]
, 2009 As empresas do sector Turístico e Hoteleiro Português – que, segundo a Organização Mundial do Turismo, ocupava em 2006 a décima nona posição no ranking mundial de destinos turísticos – exigem aos seus colaboradores um grau elevado de interacção com os clientes e, por isso, lamentam a falta de um modelo válido de gestão que lhes permita beneficiar de ...
Almeida, Helena +2 more
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Service management for multi-operator heterogeneous networks
Global Telecommunications Conference, 2002. GLOBECOM '02. IEEE, 2003The advent of heterogeneous radio networks which combined under the "Beyond 3G" vision can offer ubiquitous services demands an integrated management approach. We address in this paper an integrated management approach for end-to-end service management over heterogeneous networks in a multi-operator environment.
Radu State +3 more
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Essays in Service Operations Management
2018The first two chapters of this thesis focus on the operation of rental businesses, which provides a novel and increasingly significant application of a supply chain and service operation. According to IBISWorld industry reports, at least fifteen different rental industries in the United States have annual revenues exceeding $1 billion. Furthermore, the
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Management Operations Support Services
1997Any management platform consists of platform services and management applications. The platform services are implemented as a set of related processes, databases, and file sets. The basic thrust of management implies collection and processing of management related information.
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Customer Service and Operations Management in Service Businesses
The Service Industries Journal, 1989If quality of service is to be delivered operationally by a service organisation it requires a rigorous description of the dimensions of customer service. The article presents a definition of customer service based on six dimensions: flexibility, ‘fault-freeness' and a framework of time are all ‘firm’ dimensions which can be easily measured, while ...
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